Do not let the record disappear with the box.
Before throwing away the carton or rearranging the contents, keep a record of their condition. The outside of the parcel, the internal packing and the affected item answer different questions. Keeping them together helps you describe what you observed without guessing where the damage happened.
UPS’s US claims page tells customers with damaged packages to retain the contents and packaging and keep invoices that establish value. FedEx’s US claims guidance also says to keep original packaging and contents while a claim is being resolved. These are carrier examples, not a Hipobuy return or insurance policy.
Describe a torn corner, compressed carton or affected item as an observation. A photograph of damage does not by itself establish who caused it, when it happened or whether a claim will be accepted.
Build a small set of connected records.
UPS’s photo-documentation instructions name the item with its internal packaging, the shipping label and the outside of the package. Rather than taking many disconnected close-ups, make it possible to connect those views to the same delivery. Follow the actual service’s requested photo list if it differs.
| Record | What it helps explain | Keep in mind |
|---|---|---|
| Outside of the parcel | Overall condition, affected areas and seals as received | Keep an overview as well as the detail |
| Internal arrangement | Where the affected item sat and what surrounded it | Note if the contents were already moved |
| The affected item | Its identity and the specific problem you observed | Avoid changing the condition just to improve a photo |
| Label and documents | The shipment reference and purchase record | Keep unredacted originals private |
| A dated timeline | Delivery, discovery, contact and replies | Separate known times from estimates |
Save original files and make separate copies if you need to add arrows or hide personal details for a public question. If you did not photograph the unopened parcel, say so. Do not recreate an “as received” scene after rearranging the contents and present it as the original.
FedEx lists package and contents photos and proof-of-value documents among supporting materials. The FTC’s online-shopping advice likewise recommends retaining purchase records and communications. Put the relevant receipt, order confirmation and support messages beside the photos so the record is usable.
Find out who handles the next step.
Contact the service responsible for the shipment using the verified order or parcel record. Ask who is authorised to submit the case, which documents are required, what time limit applies and whether the materials must remain available for inspection. A recipient and the account-holding shipper may have different roles.
UPS’s US guidance, for example, directs recipients seeking updates to the party that shipped the parcel. Do not assume that a directory, a seller, a purchasing agent and a carrier can each make the same decision. Keep the case reference and the instructions you receive, then follow the process for your actual route.
Write a concise first message: identify the shipment privately, state the delivery date, describe the observed damage, list the records available and ask for the next required action. Send only the personal information needed through the proper private channel.
Photos and a clear timeline help explain a problem; they do not guarantee a refund, insurance payment or a particular outcome. Check the terms and deadlines that apply to your shipment rather than borrowing a deadline from a different carrier or country.
If you ask for public advice, share a redacted copy and keep the originals private. Read how to share parcel photos without exposing personal details.
Sources & scope.
Sources checked . Document damage after delivery; no warehouse-QC checklist or refund guarantee. This article explains published information and an editorial method; it is not a report of our own purchase or a finding about a particular buyer.
- UPS US: File a Claim
- FedEx US: File a Claim
- FTC: Online Shopping
UPS and FedEx sources here describe their US support processes. The FTC source supports keeping purchase and communication records. We have not verified a particular Hipobuy claim, insurance contract, claim deadline or compensation entitlement.